Leads

Feature Overview

Lead management is one of the core functions of the HelloClinic Customer Relationship Management (CRM) system, designed to help clinics efficiently capture, track, and convert potential customer resources. Through systematic lead management, clinics can integrate lead information from various channels onto a unified platform. By using effective marketing strategies and personalized communication, they can gradually convert these leads into official patients, thereby expanding their customer base and enhancing their market competitiveness.

The system not only supports manually adding leads but can also automatically capture leads from linked communication channels (such as WhatsApp, Email), ensuring that no potential business opportunity is missed. At the same time, the powerful tag management feature allows clinics to perform detailed segmentation of leads, laying a solid foundation for subsequent precision marketing and personalized services.

Core Value

• Expand Customer Sources: Integrate multi-channel customer sources to maximize market coverage.
• Increase Conversion Efficiency: Improve lead conversion rates through systematic tracking and communication.
• Achieve Precision Marketing: Use tags for customer segmentation to implement personalized marketing strategies.
• Optimize Resource Allocation: Help clinics focus their marketing resources on the most valuable leads.
• Data-Driven Decisions: Provide data insights to support the continuous optimization of marketing strategies.

Methods for Creating Leads

The system offers several flexible ways to create lead records, ensuring that clinics can capture all potential business opportunities comprehensively.

1. Manually Add Leads

Clinic staff can directly add lead information into the system manually. This method is suitable for scenarios like offline consultations, phone inquiries, or partner referrals.

Operational Flow:

1. Navigate to the "Leads" page.
2. Click the "Create Lead" button.
3. In the pop-up form, fill in basic information such as the lead's name, contact details (phone, email), source channel, etc.
4. Click "Save" to successfully create a new lead record.

2. Automatic Creation from Communication Channels

To simplify operations and prevent omissions as much as possible, the system supports integration with various communication tools to automatically capture leads.

• WhatsApp Integration: When a new, unknown number initiates a conversation through the clinic's official WhatsApp account, the system will automatically create a new lead record with that number.
• Email Integration: Similarly, when a new email address sends a message to the clinic's designated email inbox, the system will also automatically capture that email address and create a corresponding lead.

This automated mechanism ensures that all potential customers who proactively contact the clinic are recorded in real-time, providing convenience for subsequent follow-ups and communication.

Marketing Applications for Leads

The core objective of lead management is to convert them into official patients. The system provides powerful marketing tools to help clinics achieve this goal.

Clinics can use the established list of leads to conduct various marketing activities, such as:

• Health Information Push: Regularly send health tips, preventive care content, etc., to build a professional image.
• Promotional Notifications: Send information about the clinic's special offers, discount packages, etc., to attract them for a visit.
• Personalized Care: Send personalized care messages based on the lead's source or the content of their inquiry.

Tag Management and Precision Marketing

To avoid disturbing potential customers with large-scale, undifferentiated marketing messages, we strongly recommend using the Tags feature to classify and manage leads.

Why Use Tags?

• Precise Targeting: Tags can help you quickly filter out customer groups with specific needs.
• Improve Effectiveness: Sending content of interest to different tagged customer groups can significantly increase the click-through and conversion rates of marketing campaigns.
• Avoid Annoyance: Avoid sending marketing information to irrelevant customers, thereby maintaining a positive brand image.

How to Use Tags?

You can set tags for leads based on different dimensions, for example:

• Source Channel: WhatsAppInquiry, WebsiteMessage, PartnerReferral
• Interested Services: Orthodontics, Skincare, PediatricCare
• Follow-up Status: InitialContact, FollowUpNeeded, HighIntent

Recommended Action: Before launching any marketing campaign, first use tags to filter out the target customer group, and then send relevant information specifically to them. For example, you could send a promotional offer for orthodontic services only to leads tagged with Orthodontics.

Through detailed tag management, clinics can achieve true precision marketing, yielding the greatest return with minimal resources.

Lead List Interface Explained

When you enter the "Leads" page, you will see a clear list displaying key information for all leads. The following is a detailed explanation of each column in the list:

• Name: The lead's name.
• English Name: The lead's English name (if provided).
• Gender: The lead's gender.
• Birth: The lead's date of birth.
• Phone Number: The lead's primary contact phone number.
• Email: The lead's email address.
• Language: The lead's preferred communication language.
• Actions: Action buttons that can be performed for each lead.

Action Buttons Explained

• View (Magnifying glass icon): Click this button to view the complete details of the lead, including all recorded data and interaction history.
• Edit (Pencil icon): Click this button to modify the existing information of the lead.
• Delete (Trash can icon): Click this button to delete the lead's record from the system. Please use this with caution, as this action is usually irreversible.

Core Operational Flow

1. Search and Filter

The "Search" box at the top of the list allows you to quickly find specific leads. You can enter keywords such as name, phone number, or email for a quick search.

2. Editing Lead Information

When you need to update a lead's information (for example, adding a date of birth or changing a contact number), you can follow these steps:

1. Find the target lead in the list.
2. Click the "Edit" button on the far right of that row.
3. In the pop-up editing window, modify the corresponding information fields.
4. Click "Save" to save your changes.

3. Deleting a Lead

If you confirm that a lead record is invalid or no longer needed, you can delete it. Please be sure to confirm before deleting, as this will permanently remove all related data for that customer.

4. Converting a Lead into a Patient

This is the most critical step in the lead management process. When a lead decides to become an official patient of the clinic, you need to convert their record.

Conversion Process (Recommended): The system may currently require you to manually create a new patient profile in the "Patients" module and copy the lead's information over. After completing this action, we recommend that you add a tag like Converted to the lead, or simply delete them from the lead list to avoid duplicate communication and management confusion.

(Note: Future system updates may provide a one-click conversion feature to simplify this process.)

Best Practice Recommendations

• Regular Cleanup: Periodically review your lead list. For records with no interaction for a long time or those who have clearly expressed no interest, they should be archived or deleted in a timely manner.
• Standardize Tags: Establish a standardized tagging system and ensure all team members understand and adhere to it to maintain data consistency.
• Timely Follow-up: For newly created leads, especially those created automatically, arrange for personnel to follow up at the earliest opportunity to increase the chance of conversion.
• Record Interactions: After communicating with a lead, promptly record a summary of the interaction in the system. This helps with team collaboration and subsequent follow-ups.

Frequently Asked Questions (FAQ)

Q: Can deleted leads be recovered?

A: Under normal circumstances, the delete action is permanent and cannot be directly recovered. Therefore, please think twice before deleting. For customers you are unsure about permanently removing, it is recommended to first mark them with a tag (e.g., FollowUpPaused).

Q: Can I add tags to leads in batches?

A: The system may support batch operations. You can try selecting multiple leads in the list and then check if there is a "Batch Add Tags" option. This will greatly improve your work efficiency.

Q: If I accidentally add a lead that already exists, will the system notify me?

A: A well-designed system will typically perform duplicate checks based on unique identifiers like a phone number or email address. When the information you enter matches an existing record, the system may display a prompt, suggesting you merge or update the existing record rather than creating a new duplicate.

Q: What information is included in automatically created leads?

A: Leads created automatically from WhatsApp or Email usually only contain basic contact information (phone number or email address). Other detailed information (such as name, gender, date of birth, etc.) needs to be collected during subsequent communications and manually added to the system.

Q: How do I configure the rules for automatically creating leads?

A: The system's automatic creation feature is usually configured in the backend. If you need to adjust the triggers or rules for automatic creation, it is recommended to contact your system administrator or technical support team for assistance.

Q: Can lead tags be modified or deleted?

A: Yes, tags can usually be modified or deleted at any time. You can flexibly update tag settings based on changes in a lead's status or your marketing strategy.